-Inertia against the change of habits
-Incompatibility with existing values and standards as well as past experience 
-Lack of tangible added value and new additional channels
 -Feeling uncomfortable when facing self-service technologies: frustration with technology-based -systems (Parasuraman, 2000) 
-“some degree of technophobia”
 -Would rather carry out transactions with the help of staff members 
- social dimension and people interactions are important